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Blake Landau

Customer Management IQ

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Customer Management IQ is a forum for sharing ideas, best practices and solutions within the business community. The emphasis of Customer Management IQ is on peer-to-peer communications within the Customer Management community. Simply put, you can interact and share solutions with an incredible network of authoritative sources and practicing professionals. It's easy. It's fast. It's free. And it enables you to find from your peers a method, a solution, a proven best practice that solves your specific problems when you need it solved. Customer Management IQ offers a steady stream of front-line content that is timely, relevant, practical and has been validated by practitioners. We have day-in, day-out contact with movers and doers in the Customer Management world.

On-Demand Episodes

In the 1980’s and 1990’s, the economy experienced a boom. Big Box retail was in. According to Robert Spector, author of THE NORDSTROM WAY: The Inside Story of America's #1 Customer Service Company, it’s out! His book The... more
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Editor's Note: Hear more from Gary Schwartz at IQPC's Customer Feedback Week conference in September. For more information about the event, click here. Gary Schwartz, an active speaker at IQPC’s 2009 Customer Feedback Week... more
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Editor's note: In this podcast, David Cicarrelli of Voices.com describes how to partner live chat with CRM systems. Hear more from Cicarrell, a speaker at IQPC’s Call Centre Week Canada conference in August. Learn about the event... more
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Colin Shaw, the author of "The DNA of Customer Experience" has caused a stir in the customer service community with his unique perspectives on differentiating your customer service offering. Shaw believes emotions will 'Drive' or 'Destroy'... more
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Roy Barnes is the former head of customer experience for the Marriott. He belives that most companies aren’t run by the CEO’s or even Senior management. Most companies are run by the people who show up every day to push the mission... more
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Technical support is an inherent part of the customer experience for many businesses, and how well that service is delivered can have a profound and lasting effect on the customer’s willingness to buy again in the future. New... more
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Roxanne Emmerich is stirring things up in the customer service world. Her new book Thank God It’s Monday! Creating a Workplace Your Employees and Your Customers Love makes the business case for making your company... more
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Hilton has been raising the bar by providing outstanding customer service with an at home call center representative t program comprising 40 percent of call center representatives. Hilton has saved money with at home versus in house while... more
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According to branding phenomenon John Gerzema, the best brands today communicate excitement, dynamism and creativity. So what do companies such as Pixar, Wikipedia, Adidas and the iPhone have that others don’t? We asked... more
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Zappos--have you heard of them? If not, you must be living under a rock! Zappos is written about everywhere in the business press for their absolutely stellar customer service. Known for their completely unorthodox customer service... more
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